Complaints handling policy - Mondair Solicitors

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Testimonials

Dear BS Mondair
Sir I am very thankful to you.  The rest of my life I will remember you.  Because of you today I am a British passport holder .  Appreciated.  God bless you and your family.  The rest of my life I will be grateful to you.  Thanks Aslam".
M. Aslam - Birmingham , UK

Dear Mr Mondair
I just wanted to say a huge thank you for helping me with all the immigration paperwork! I had my citizenship ceremony yesterday and will be applying shortly for the passport. It was very nice working with you . kind regards E. Natasha.
E. Natasha - Peterborough , UK

Dear Mr Mondair and your office team and barrister, Ruth Manning.  
Words cannot express how much we appreciated all you have done for us leading to this success of our son’s (Timothy) release.  Thank you.  Mr and Mrs G Chibanda and family.
G. Chibanda - Coventry , UK
MONDAIR SOLICITORS
 
COMPLAINTS HANDLING POLICY
 
 
1.    Our Complaints Policy
 We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.
If you have a complaint, please contact the Principal, Boota Singh Mondair who is responsible for dealing with client care issues.  You can contact him by post at 40 Peterborough Road, Farcet, Peterborough, PE7 3BH or via email at boota@mondair.co.uk.


2.    What Will Happen Next?
a)    We will send you a letter or email acknowledging receipt of your complaint usually within three working days of us receiving it, enclosing a copy of this procedure.  If your complaint relates to a matter where the file has been closed, we may need to obtain your file from our external archive storage facility which can take an additional two working days
b)    We will then investigate your complaint.  This will normally involve reviewing your file and speaking to the member of staff who acted for you.
c)    Boota Singh Mondair will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, usually within 15 working days of sending you the acknowledgement letter or if later, within 15 working days of receiving our full response.
d)    At this stage, if you are still not satisfied, you should contact us again and will arrange for a Partner who has not had any dealing with your matter to review the initial decision.  We would ask that you raise any concerns within 15 working days of receiving our full response.
e)    We will write to you within 10 working days of receiving your request for a review, or, if later, from receiving any further submission you make, confirming our final position on your complaint and explaining our reasons.
f)     If you are still not satisfied, you can then contact the Legal Ombudsman at the Office for Legal Complaints on 0300 555 0333 or by writing to PO Box 6806. Wolverhampton, WV1 9WJ.  Email:  enquiries@legalombudsman.org.uk
The Legal Ombudsman will not normally deal with complaints unless our complaints procedure has been exhausted and it allows us to do this within eight weeks.  The Legal Ombudsman asks that you contact his office within six months of your last contact with this firm, or within six years of the act or omission about which you were complaining occurring (or if outside this period, within three years of when you should reasonably have been aware of it).  Please note that the Legal Ombudsman will not handle complaints from large businesses (see the Legal Ombudsman website – www.legalombudsman.org.uk

BSM TO NOMINATE ADR COMPANY

3.    Objecting to Our Bill(s)
You may have the right to object to our bill by applying to the Court for an assessment of the bill under Part 111 of the Solicitors Act 1974.

4.    Non-Payment of Our Bill(s)
You should be aware that the firm may be entitled to charge interest if all or part of our bill(s) remain unpaid.

5.    Timescale
If we have to change any of the timescales above, we will let you know and explain why.

Solicitors Regulation Authority
Mondair Solicitors is regulated by The Solicitors Regulation Authority. The Solicitors Regulation Authority can help you if you are concerned about our behaviour.
You can raise your concerns with the Solicitors Regulation Authority.


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